FAQ

Here you can find the answers to the most frequently asked questions

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What is AirCashBack?

AirCashBack is a company which specializes in obtaining compensation for losses incurred by clients of airlines. Our team of specialists, in-depth knowledge of the market and extensive experience in this area guarantee top-quality service to all our clients.

Please keep reading to find out more :)

When and how can AirCashBack help me to obtain compensation?

If your flight was cancelled or you were not allowed on board the aircraft, you can usually seek compensation from the carrier. Unfortunately, the procedure for handling claims against airlines is long, complicated and involves a lot of paperwork. Most passengers are discouraged by the tremendous hassle that they are faced with when seeking compensation. Insufficient knowledge of the law does not help here either. Consequently, people entitled to compensation often abandon their claims too quickly. Some of them, unaware of their rights, do not even file claims against the airline.

AirCashBack, a company specializing in airline passenger claims, offers professional legal assistance in seeking compensation. By referring your case to our specialists, you put the burden of the hard and complicated work required in the compensation process on us.

What fees does AirCashBack charge?

You do not pay any preliminary or handling fees when signing the contract. Additionally, should your matter need to be pursued in court, we will cover all court fees. The only fee we charge is a 25% gross commission on the value of your compensation.

Working with us is completely risk-free for you. If we are unsuccessful in pursuing a claim on your behalf, you will not be required to cover any of our costs.

Commission table:

flight distance

less than 1500 km

(e.g. Berlin – Paris)

1500 – 3500 km

(e.g. Prague – Cairo)

more than 3500 km

(e.g. London – New York)

total compensation

€ 250

€ 400

€ 600

AirCashBack commission (25%)

€ 62,50

€ 100

€ 150

Client receives

€ 187,50

€ 300

€ 450

How do I sign a contract with AirCashBack?

To become our client, simply fill out the claim form on our website. By filling out the form you enter into a contract with AirCashBack. Next, in order to enable us to seek compensation on your behalf, you will need to sign and scan a document granting us power of attorney, then send the scan to us by email (a template is available to download, fill in and print).

Can I sign a contract with AirCashBack on behalf of a third party?

Yes, you can file a claim on behalf of third parties for whom a flight was booked on condition that they give their consent. Nonetheless, each person concerned will have to fill in, sign and email a scan of the power of attorney mentioned above.

What steps will AirCashBack take after entering into a contract with me?

Immediately after submitting your claim, we will send an email to you containing confirmation of receipt of your claim. We will then analyse your submission in detail and – should it be necessary –contact you to ask for more information. After verifying your claim, we will initiate compensation proceedings.

Upon successful completion of the proceedings, we will contact you again to inform you about the amount of the compensation. Finally, we will transfer your compensation less our fee to your bank account. If at any time in the course of the compensation process you are found non-eligible for compensation, we will immediately notify you of that fact.

In what amount / currency will my compensation be paid?

According to our Terms & Conditions of the service provision, Clients of AirCashBack receive their compensation in Polish zloty (PLN), regardless of the currency it was paid by the carrier.

In order to determine the amount of compensation (before converting to PLN) you are entitled to, please refer to the answer to the question: 'How high are the fees collected by AirCashBack?'.

Why you ask for our bank account numbers individually? We reported our family in your form as an entity.

Each claim we adjust is processed and considered individually by competent authorities. Thus, decisions and payments of compensation granted to our Clients often occur in different time.

My co-passenger has already received compensation. When will I receive mine?

Each claim we adjust is processed and considered individually by competent authorities. Thus, decisions and payments of compensation granted to our Clients often occur in different time.

Why did it take so long to have my case referred to a Court / Civil Aviation Authority?

Upon ineffective expiration of a term indicated to the carrier to prepare an answer to a payment request, your documentation is collected once again and filed with a competent court or administrative body for further proceedings. This process requires a careful preparation of all documents, which often lengthens the time of instigating proceedings before Court/ Civil Aviation Authority.

How much time do I have to start claiming my damages?

AirCashBack accepts cases if it has not been longer than 3 years from the day of the occurrence (i.e. flight delay or cancellation or denied boarding); however, due to a shortened term of limitation based on a decision of the Supreme Court of the Republic of Poland of March 17, 2017 (limiting the possibility to adjust this category of claims before court to 1 year from the occurrence), we encourage our potential Clients to report their claims immediately without undue delay.

I already filled out the form. Why you still don't have it in your database?

Taking too much time by filling out the on-line form or incorrect uploading of attachments may be the cause of the form not being saved in our system. If problems to fill out the on-line form occur again, please contact our Client Service.

How high are your fees? If my case is taken to a court will I have to pay for it?

We operate based on a success fee. After receipt of a compensation payment we only collect commission in the amount of 25 per cent gross of the compensation obtained. AirCashBack covers all costs concerning court or administrative proceedings, including the possible costs of failure.

What documents do I need to apply for compensation?

In order to claim damages with our help, you need to:

- fill out an on-line claim form

- attach a power of attorney, statement (both documents are available in the on-line form), copy of a travel document (ticket, boarding card or agreement with a travel agent) and (if it applies) birth certificate of an under-aged passenger.

How long will it take to get my compensation? What are the stages of the process?

Processing the application starts with a verification of documents received from the Client. Next, we send properly formulated requests for payment to the carrier. Upon the lack of response from the carrier to the payment request or negative answer without stating grounds, we take the case to court or Civil Aviation Authority. Proceedings before both institutions take normally from 6 to 12 months; however, they may take longer due to reasons beyond our control.